Information processing system and its control method, program

Abstract

We provide a mechanism to visualize the causes of operator stress. [Solution] A stress level is calculated for each operator in relation to the customer or inquiry, and the stress level is displayed for each predetermined item related to the customer or inquiry.

Description

Technical Field

[0001] The present invention relates to an information processing system, a control method thereof, and a program.

Background Art

[0002] In a call center, stress accumulates on an operator due to incoming calls from users, so it is necessary to manage the load state of the operator.

[0003] Patent Document 1 discloses a technique for visualizing the stress value of an operator by showing a bar graph indicating the daily stress value of the operator.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Disclosure of the Invention

Problems to be Solved by the Invention

[0005] However, it is necessary to identify the reason why the operator is stressed.

[0006] Therefore, an object of the present invention is to provide a mechanism for visualizing the cause of stress of an operator.

Means for Solving the Problems

[0007] To solve the above problems, the present invention calculation means for calculating a stress value for a customer or inquiry content for each operator, display control means for controlling to display the stress value for each predetermined item related to the customer or the inquiry content, and is characterized by comprising

Effects of the Invention

[0008] According to the present invention, a mechanism can be provided for visualizing the causes of operator stress. [Brief explanation of the drawing]

[0009] [Figure 1] This figure shows an example of a system configuration. [Figure 2] This figure shows an example of the hardware configuration of various devices. [Figure 3] This figure shows an example of the functional configuration of various devices. [Figure 4] This flowchart shows an example of a process that controls the distribution destination of operators. [Figure 5] This is a flowchart showing an example of screen transitions on a dashboard. [Figure 6] This figure shows an example of a screen displaying the daily stress levels of all operators. [Figure 7] This figure shows an example of a screen displaying the cumulative stress levels of all operators. [Figure 8] This figure shows an example of a screen displaying the daily stress levels for each operator. [Figure 9] This figure shows an example of a screen display when a specific item is selected from the daily stress levels for each operator. [Figure 10] This figure shows an example of a settings dialog. [Figure 11] This is an example of a table stored in a database. [Figure 12] This is an example of a table stored in a database. [Figure 13] This figure shows another example of an embodiment for controlling the distribution destination of the operator. [Modes for carrying out the invention]

[0010] Embodiments of the present invention will be described in detail below with reference to the drawings.

[0011] First, referring to FIG. 1, an example of the configuration of the information processing system in an embodiment of the present invention will be described.

[0012] The information processing system in the present invention is, for example, a system that controls the destination of a call from a person making a call (hereinafter referred to as a user) at a call center based on the stress value of an operator or the like. The operator terminal 101, the server 102, and the supervisor terminal 103 are communicably connected via the network 105. Further, the server 102 and the user telephone 104 are communicably connected via the IP network 106. Note that they may be connected via a public switched telephone network instead of the IP network.

[0013] An operator refers to a person who responds to inquiries from a user. A supervisor refers to a person in a position to manage and supervise an operator. In some cases, a supervisor may respond to inquiries that an operator cannot handle.

[0014] The operator terminal 101 is, for example, a terminal capable of voice calls such as a personal computer (hereinafter referred to as a PC). For example, a headset is attached to the PC to respond to inquiries from a user. The operator terminal 101 is also a terminal capable of acquiring information necessary for detecting stress such as a face image, pulse, and blood pressure.

[0015] Although an example in which the operator terminal 101 is configured by an integrated device has been described, it may be configured by a plurality of devices. For example, a wristwatch-type wearable terminal measures the heart rate and detects the degree of stress. According to the detected degree of stress, distribution to a terminal capable of voice calls such as a smartphone or a fixed telephone possessed by an operator wearing the wearable terminal may be controlled.

[0016] The server 102 is, for example, a device that manages the detected stress value and controls to which operator terminal 101 to distribute it. The server may be one server or may be configured by a plurality of servers.

[0017] The supervisor terminal 103 can be a PC or a smartphone, but any device with a display is acceptable. The supervisor may also be equipped with a voice-enabled device, such as a telephone, to handle inquiries.

[0018] User telephone 104 is a telephone used by the user, and any device capable of making voice calls, such as a landline or smartphone, is acceptable.

[0019] Next, referring to Figure 2, an example configuration of an operator terminal 101, server 102, and supervisor terminal 103, which is an example of a device to which the present invention can be applied, is shown. Note that the server 102 does not necessarily have to have some components such as the display 205 and camera unit 212.

[0020] In Figure 2, the CPU 201, memory 202, non-volatile memory 203, image processing unit 204, display 205, operation unit 206, recording medium interface 207, external interface 209, and communication interface 210 are connected to the internal bus 250. Each component connected to the internal bus 250 is configured to exchange data with each other via the internal bus 250.

[0021] Memory 202 consists of, for example, RAM (volatile memory using semiconductor elements). The CPU 201 controls the operator terminal 101, server 103, and supervisor terminal 104 using memory 202 as work memory, according to a program stored in, for example, non-volatile memory 203. Non-volatile memory 203 stores image data, audio data, other data, and various programs for the operation of the CPU 201. Non-volatile memory 203 consists of, for example, a hard disk (HD) or ROM.

[0022] The image processing unit 204 performs various image processing operations on image data stored in the non-volatile memory 203 and recording medium 208, video signals acquired via the external I / F 209, image data acquired via the communication I / F 210, and captured images, based on the control of the CPU 201. The image processing operations performed by the image processing unit 204 include A / D conversion, D / A conversion, image data encoding, compression, decoding, resizing, noise reduction, and color conversion. The image processing unit 204 may be composed of dedicated circuit blocks for performing specific image processing operations. Furthermore, depending on the type of image processing, the CPU 201 may perform image processing according to a program without using the image processing unit 204.

[0023] The display 205 displays images and GUI (Graphical User Interface) screens based on the control of the CPU 201. The CPU 201 generates display control signals according to the program and controls the various parts of the operator terminal 101 and supervisor terminal 104 to generate video signals for display on the display 205 and output them to the display 205. The display 205 displays images based on the output video signals. Note that the operator terminal 101 and supervisor terminal 104 themselves are configured to have an interface for outputting video signals for display on the display 205, and the display 205 may be configured as an external monitor (such as a television).

[0024] The operation unit 206 is an input device for receiving user input, including text input devices such as keyboards, pointing devices such as mice and touch panels, buttons, dials, joysticks, touch sensors, and touchpads. The touch panel is configured planarly by being superimposed on the display 205, and is an input device that outputs coordinate information corresponding to the position of contact.

[0025] The recording medium interface (I / F207) allows for the insertion of recording media 208 such as memory cards, CDs, and DVDs. Based on the control of the CPU 201, it reads data from the inserted recording media 208 and writes data to the recording media 208. The external interface (I / F209) is an interface for connecting to external devices via wired or wireless cables and for inputting and outputting video and audio signals. The communication interface (I / F210) is an interface for communicating with external devices and the internet 211 to send and receive various data such as files and commands.

[0026] The camera unit 212 is a camera unit composed of an image sensor (imaging sensor) such as a CCD or CMOS element that converts an optical image into an electrical signal.

[0027] Next, with reference to Figure 3, an example of the functional configuration of the operator terminal 101 and server 102 in an embodiment of the present invention will be described.

[0028] Server 102 includes an external line control unit 301, a connection management unit 302, an internal line control unit 303, a stress statistics unit 304, a dashboard display unit 305, an operator selection unit 306, and a stress score calculation unit 307.

[0029] When an incoming call is received from the user telephone 104, the external line control unit 301 exchanges voice signals with the user telephone 104.

[0030] The connection management unit 302 manages the connection status between the user telephone 104 and the operator terminal 101. It also stores call information between the user and the operator (user identification information such as telephone number, inquiry number, call start date and time, call end date and time) in the database 305a via the stress statistics unit 305. Furthermore, it instructs the stress statistics unit 105 to update the cumulative stress score for the user and the cumulative stress score for the inquiry.

[0031] Furthermore, the server 103 is connected to the Interactive Voice Response (IVR) 302a and the Automatic Call Distribution (ACD) 302b in a communicative manner, and the connection status is managed by the connection management unit 302.

[0032] The Interactive Voice Response (IVR) 302a is a system that, when connected to a user telephone 104, plays pre-recorded voice guidance, and distributes the incoming call to the appropriate operator terminal when the user enters the number corresponding to their inquiry. However, this configuration is not essential in this embodiment, and the Interactive Voice Response (IVR) 302a may not be provided.

[0033] The Automatic Call Distribution (ACD) 302b is a system that, when connected to a user telephone 104, distributes ACD incoming calls to the appropriate operator terminal based on pre-configured rules.

[0034] Although the Interactive Voice Response (IVR) 302a and Automatic Call Distribution (ACD) 302b were described as systems operating within the server 103, each may have its own dedicated server externally, and the server 103 may be connected to the IVR server or the Automatic Call Distribution server via a network to communicate with each other as needed.

[0035] The internal control unit 303 exchanges voice signals with the operator terminal.

[0036] The stress statistics unit 304 has a database 304a and stores information received from the stress score calculation unit 307 and the connection management unit 302. It also outputs information in response to requests from the connection management unit 302, the operator selection unit 306, and the dashboard display unit 305. Furthermore, it updates the cumulative stress value for users and the cumulative stress score for inquiries in the database 304a.

[0037] Database 304a stores various tables as shown in Figures 11 and 12. Each table will be explained in the flowcharts from Figure 4 onward. Although the configuration described here involves database 304a being located inside server 102, the database may also be an external device.

[0038] When requested by the supervisor terminal 103, the dashboard display unit 305 retrieves information from the database 304a via the stress statistics unit 304 and displays the dashboard on the supervisor terminal 103's web browser.

[0039] The operator selection unit 306 calculates the cumulative stress score for each operator, summing the cumulative stress score for the user and the cumulative stress score for the inquiry, and notifies the connection management unit 302 of the operator ID with the lowest total value as the recipient of the ACD incoming call.

[0040] The stress score calculation unit 307 calculates the operator's stress score and stores it in the database 304a via the stress statistics unit 304 along with the analysis time. For example, the operator terminal 101 sends a facial image captured by the camera unit 212 to the server 102, and the server 102 calculates the stress score using the stress score calculation unit 307.

[0041] Note that the stress score calculation unit 307 may be located in the operator terminal 101 instead of the server 102. For example, the operator terminal 101 calculates the operator's stress score using the stress score calculation unit 307 and sends it to the server 102 along with the analysis time. The server 102 stores the received information in the database 304a via the stress statistics unit 304.

[0042] Next, referring to Figure 4, an example of the process for controlling distribution to the operator terminal 101 in this embodiment is shown. The processing of each step is executed by the CPU 201 of the server 102, and the processing related to this flowchart is executed while the server 102 is running.

[0043] In S401, the connection management unit 302 of CPU 201 performs authentication using the operator ID and password received from the operator terminal 101. Once authentication is permitted, the correspondence between the operator ID and the operator terminal 101 is registered in the connection management unit 302. The operator ID and password are to be registered by the operator in advance.

[0044] In S402, the stress score calculation unit 307 of the CPU 201 calculates the stress score immediately after authentication. The stress detection method is, for example, to calculate the stress score using the results of analyzing the facial image captured by the camera unit 212 of the operator terminal 101. However, this method is not limited to this; any method that can calculate the stress score based on information necessary to detect stress, such as pulse rate and blood pressure, is acceptable. The calculated stress score is registered in the standard stress table (not shown) of the database 304a and treated as the stress score for the standard state.

[0045] In S403, the connection management unit 102 of the CPU 201 obtains user identification information (e.g., telephone number or IP address) and an inquiry number from the incoming call when an incoming call is received from the user telephone 104. The inquiry number is a number related to the inquiry content entered by the user. It is used when distributing the incoming call by the Interactive Voice Response (IVR) 302a.

[0046] In S404, the connection management unit 102 of the CPU 201 retrieves the number of standby operators considered to be in a busy period from the configuration table (not shown) of the database 304a and compares it with the number of currently standby operators. If the number of currently standby operators is greater than the number of standby operators considered to be in a busy period, it is determined that it is not a busy period and the process proceeds to S405. If the number of currently standby operators is less than or equal to the number of standby operators considered to be in a busy period, it is determined that it is a busy period and the process proceeds to S415. The number of standby operators considered to be in a busy period can be set from the dashboard, which will be explained from Figure 5 onwards.

[0047] Let's take an example where the setting dialog in Figure 10, specifically setting 1003 for peak seasons, is set to 2 or fewer operators on standby to be considered a peak season. If the total number of operators is 60 and 59 are currently assisting users, then there is 1 operator on standby. Comparing the current number of operators on standby (1) with the number of operators on standby considered a peak season (2), the current number of operators on standby is less than or equal to the number of operators considered a peak season, so it is determined to be a peak season and the process proceeds to S415.

[0048] In S405, the connection management unit 302 of CPU 201 transmits the user identification information and inquiry number obtained in S403 to the operator selection unit 306 to inquire about the operator ID of the recipient.

[0049] In S406, the operator selection unit 306 of CPU 201 retrieves all operator IDs with a skill flag of 1 for each query number from the skill table in database 304a and uses them as candidates for distribution.

[0050] Figure 11 shows an example of a skill table 1100. The skill table stores information about each operator's skills, including operator ID 1101, inquiry number 1102, and skill flag 1103. Operator ID 1101 is a unique identification number assigned to each operator. Inquiry number 1102 is assigned to a specific inquiry type; for example, "1" indicates an inquiry about ordering products, and "2" indicates a check of delivery status. Skill flag 1103 is a flag used to identify whether the operator associated with the operator ID can handle the inquiry. An operator can handle an inquiry with skill flag 1103 of "1".

[0051] In S407, the operator selection unit 307 of the CPU 201 determines whether the user's routing target flag is "1". If it is "1", proceed to S408; otherwise, proceed to S409.

[0052] Specifically, the system checks whether the routing target flag 1112 for a user is "1" in the user target table 1110 shown in Figure 11. The user target table 1110 contains user identification information 1111 and the routing target flag 1112. User identification information 1111 is information to identify the user who made the incoming call, and the routing target flag 1112 is a flag to identify whether or not the user should be routed. "1" means the user should be routed, and a "0" in the user identification information 1111 indicates that the user will not be routed.

[0053] In S408, the operator selection unit 306 of the CPU 201 obtains the cumulative stress score 1121 for each operator for the user. Specifically, if the user's routing target flag 1112 is "1", the cumulative stress score 1121 for each operator for the user is obtained from the user stress table 1120 based on the user identification information 1111. The user stress table 1120 stores information on the cumulative stress score for each user for each operator, including the operator ID 1101, user identification information 1111, and cumulative stress score 1121. In other words, it stores the cumulative value of stress scores detected during interactions with users that have been handled in the past.

[0054] In S409, the operator selection unit 306 of the CPU 201 determines whether the routing target flag for the query number is "1". If it is "1", proceed to S410; otherwise, proceed to S411.

[0055] Specifically, we check whether the routing target flag 1115 for a query number is "1" from the query target table 1113 shown in Figure 11. The query target table 1113 contains query number 1102 and routing target flag 1115. Query number 1102 is information used to identify each query number, and routing target flag 1115 is a flag used to identify whether or not to route the query. "1" indicates that it will be routed, while query number 1102, which is "0", indicates that it will not be routed.

[0056] In S410, the operator selection unit 306 of the CPU 201 obtains the cumulative stress score 1121 for each operator's inquiry number. Specifically, if the routing target flag 1115 for the inquiry number is "1", the cumulative stress score 1123 for each operator's inquiry is obtained from the inquiry stress table 1122 based on the inquiry number 1102. The inquiry stress table 1122 stores information on the cumulative stress score for each inquiry for each operator, including operator ID 1101, inquiry number 1102, and cumulative stress score 1123. In other words, it stores the cumulative value of stress scores detected during the handling of past inquiries related to the inquiry number.

[0057] In S411, the operator selection unit 306 of CPU 201 calculates the sum of the cumulative stress score for the user and the cumulative stress score for the query number, according to the routing target flag.

[0058] First, if both the user's routing target flag 1112 and the query number's routing target flag 1115 are "1", the cumulative stress score 1121 for the user and the cumulative stress score 1123 for the query obtained for each operator are added together.

[0059] Furthermore, some call centers may prioritize the stress caused by inquiries over the stress caused by users, or vice versa. Therefore, when summing the cumulative stress score for users (1121) and the cumulative stress score for inquiries (1123), the sum is calculated according to the ratio of the cumulative user stress score to the cumulative inquiry stress score obtained from the settings table (not shown) in database 304a. The ratio of the cumulative user stress score to the cumulative inquiry stress score, and the routing targets for users and inquiry numbers, can be configured by the supervisor while monitoring the operator's stress score status on the dashboard described later. In addition to being a call center-wide setting, it may also be possible to configure it individually for each operator.

[0060] For example, if the ratio is "Total User Stress Score : Total Inquiry Stress Score = 1:1", the formula for calculating the total value would be "Total User Stress Score × 1 / 2 + Total Inquiry Stress Score × 1 / 2".

[0061] If the ratio is "Total User Stress Score : Total Inquiry Stress Score = 1:2", the formula for calculating the total value will be "Total User Stress Score × 1 / 3 + Total Inquiry Stress Score × 2 / 3".

[0062] If the ratio is "User cumulative stress score : Inquiry cumulative stress score = 1:0", only the cumulative stress score for the user is used as the sum. Also, if only the user's routing target flag 1112 is "1" and the inquiry number's routing target flag 1115 is "0", the ratio will be the same as when "User cumulative stress score : Inquiry cumulative stress score = 1:0".

[0063] If the ratio is "Total User Stress Score: Total Inquiry Stress Score = 0:1", only the total stress score for inquiries will be used. Also, if the user's routing target flag 1112 is "0" and only the routing target flag 1115 for the inquiry number is "1", the ratio will be the same as when "Total User Stress Score: Total Inquiry Stress Score = 0:1".

[0064] In S412, the operator selection unit 306 of the CPU 201 determines the operator with the lowest cumulative stress score from among the standby operators to be the recipient of the ACD incoming call and notifies the connection management unit 302.

[0065] The connection management unit 302 distributes the ACD incoming call to the operator terminal corresponding to the operator ID received from the operator selection unit 306. At that time, it registers the operator ID 1101, the call start date and time 1201, user identification information 1111, and inquiry number 1102 in the call details table 1200 (Figure 12) of the database 304a. The call details table 1200 stores call information for each operator, including operator ID 1101, call start date and time 1201, call end date and time 1202, user identification information 1111, and inquiry number 1102.

[0066] The processing by the operator selection unit 306 from S406 to S412 will be explained using a specific example with the data table in Figure 11. First, let's assume that the user identification information 1111 sent from the connection management unit 302 is "090-1234-5678" and the inquiry number 1102 is "1". Since the received inquiry number is "1", operator ID 0001 and operator ID 0002, whose skill flag is "1", are obtained (S406).

[0067] Since user identification information 1111 is "090-1234-5678", the routing target flag 1112 is "1", so the cumulative stress score for each operator is obtained from the user stress table 1120. The cumulative stress score 1121 for operator ID 0001 is "120", and for operator ID 0002 it is "140" (S407~S408).

[0068] Since query number 1102 is "1", the routing target flag 1115 is "1", so the cumulative stress score for each operator is obtained from query stress table 1122. The cumulative stress score 1123 for operator ID 0001 is "100", and for operator ID 0002 it is "90" (S409~S410).

[0069] Next, let's assume that the calculation method for the total value was set to "User cumulative stress score : Inquiry cumulative stress score = 1:1". In that case, the total value for operator ID 0001 is "User cumulative stress score × 1 / 2 + Inquiry cumulative stress score × 1 / 2 = 120 × 1 / 2 + 100 × 1 / 2 = 110". The total value for operator ID 0002 is "User cumulative stress score × 1 / 2 + Inquiry cumulative stress score × 1 / 2 = 140 × 1 / 2 + 90 × 1 / 2 = 115" (S411).

[0070] Therefore, the operator selection unit 306 determines that the operator with the lowest cumulative stress score, operator ID 0001, is the recipient of the ACD incoming call (S412).

[0071] In this way, by routing calls using stress scores calculated based on multiple factors, it is possible to provide an environment where stress does not accumulate and the burden is not concentrated on specific operators within the call center. Furthermore, by making it possible to adjust the weighting of stress scores for users and inquiries, it becomes possible to calculate stress scores that are tailored to the factors that are considered important for each call center.

[0072] In this embodiment, stress on the user and stress related to inquiries were used as examples, but this is not limited to these. For example, any element that causes stress to accumulate, such as the number of times a person is subjected to slanderous or abusive language, or the length of time spent dealing with customers, may be targeted.

[0073] Furthermore, the cumulative stress score of 1123 for inquiries may vary depending on the number of inquiries an operator can handle, so it would be better to calculate it in a way that allows for fair comparison among all operators.

[0074] For example, as shown in Figure 13(a), operator ID 0003 can handle inquiry numbers "1 (skill 1)", "2 (skill 2)", and "3 (skill 3)", but operator ID 0004 can only handle inquiry number "1 (skill 1)". If user 1301 makes an inquiry related to inquiry number "1 (skill 1)", comparing the cumulative stress score 1302 for operator ID 0003 related to inquiry number "1 (skill 1)" with the cumulative stress score 1303 for operator ID 0004, operator ID 0003 has a lower cumulative stress score, making it more likely that operator ID 0003 will be assigned to inquiries more frequently.

[0075] Therefore, as shown in Figure 13(b), the cumulative stress score is multiplied by the number of inquiries that can be handled to ensure a fair comparison. Operator ID 0003's cumulative stress score of 1302 for inquiry number "1 (skill 1)" is "20," and this is multiplied by the number of inquiries that can be handled, "3 (skill 1 + skill 2 + skill 3)." The cumulative stress score becomes "60," which is higher than the cumulative stress score of 1303 for operator ID 0004's inquiry number "1 (skill 1)" which is "50."

[0076] By adjusting the cumulative stress score of 1123 for inquiries in this way, it is possible to reduce the bias that is proportional to the number of inquiries (skill levels) that operators can handle.

[0077] After an ACD incoming call is distributed, the operator begins assisting the user. The CPU 201 of the operator terminal 101 captures a facial image of the operator while they are assisting the user and continuously sends it to the server 102. Note that the capture and transmission of facial images to the server 102 may be performed at intervals of a set time rather than continuously.

[0078] In S413, the stress score calculation unit 307 of the CPU 201 analyzes the operator's facial image and calculates a stress score while the operator is interacting with a user. The calculated stress score is registered in the stress details table 1210 of the database 304a. Alternatively, the stress score may be calculated at regular intervals even when the operator is not interacting with a user and registered in the database 304a in the same way. The stress details table stores information on one stress analysis result for each operator, including, for example, operator ID 1101, stress analysis date and time 1211, and stress score 1212.

[0079] When user support ends, such as when communication with the user is disconnected, the loop terminates and the process proceeds to S414. At that time, the connection management unit 302 registers the call end date and time 1202 in the call details table 1200 of the database 304a.

[0080] In S414, the connection management unit 302 of CPU 201 passes the operator ID, user identification information, and inquiry number to the stress statistics unit 105 and issues an instruction to update the cumulative stress score.

[0081] Specifically, the stress statistics unit 304 searches the stress details table 1210 for the stress score 1212 between the call start date and time 1201 and the call end date and time 1202, which are registered in the call details table 1200, and selects the highest stress score 1212 found as the stress score for the call.

[0082] Based on the operator ID and user identification information provided by the connection management unit 302, the call stress score is added to the cumulative stress score 1121 in the user stress table 1120.

[0083] Similarly, for the operator ID and inquiry number provided by the connection management unit 302, the stress score of the call is added to the cumulative stress score 1123 in the inquiry stress table 1122.

[0084] A concrete example will be explained using the data table in Figure 12. This example describes how the Stress Statistics Unit updates the cumulative stress score when it receives information from the Connection Management Unit 302 that Operator ID 1101 is "0001", User Identification Information 1111 is "090-1234-5678", and Inquiry Number 1102 is "1".

[0085] Operator ID 0001 was on a call to "090-1234-5678" from "2024 / 11 / 15 9:20:00" to "2024 / 11 / 15 9:31:00". According to the stress details table 1210, the stress scores 1212 during that period were "54" and "67", with the maximum value "67" being the stress score for the call. Therefore, the cumulative stress score 1121 in the user stress table 1120 is updated to "187" by adding "67" to "120". Similarly, the cumulative stress score 1123 in the inquiry stress table 1122 is updated to "167" by adding "67" to "100".

[0086] Furthermore, if the call stress score is extremely high or extremely low, there is a concern that the S412 call distribution to a specific operator may be biased. In other words, the call may be distributed only to operators who are less likely to accumulate stress, resulting in a bias (similarly, operators who are more likely to accumulate stress may be less likely to receive the call, resulting in a bias).

[0087] Therefore, maximum and minimum stress scores are set, and the stress score of calls is adjusted accordingly. For example, if the minimum value is set to "20," and the stress score of a call by an operator who is less prone to stress is "15," it will be corrected to the minimum value of "20" (the same applies to the maximum value). The maximum and minimum stress scores can be set arbitrarily by the supervisor while monitoring the operators' stress score status on the dashboard described later. Alternatively, the maximum and minimum values ​​can be determined from the average stress score of all operators. For example, the maximum stress could be set to 1.5 times the average stress of all operators, and the minimum stress could be set to 0.5 times the average stress.

[0088] This allows for adjustments to be made when determining the distribution destinations, ensuring that no particular operator receives an unfair advantage.

[0089] After the cumulative stress score update is complete, the system waits for a call from the user. If a call is received from the user, it returns to S403 and repeats the same flow.

[0090] On the other hand, sections S415 and later explain how to handle peak seasons. During peak seasons, it is necessary to consider how to prevent a drastic decrease in call center operations due to the impact of stress score-based routing.

[0091] In S415, the connection management unit 302 of the CPU 201 determines whether the average stress score of a single call by the currently standby operator exceeds a threshold. If it does, proceed to S416; otherwise, proceed to S405. In other words, if the stress level of the currently standby operator is high, the operator is under too much mental stress, so the call is not immediately distributed to that operator, and the system waits until the operator currently on a call is replaced by a standby operator.

[0092] Specifically, the connection management unit 302 requests the stress statistics unit 304 to send the average stress score and threshold for a single call by an operator currently on standby.

[0093] The stress statistics unit 304 obtains the stress score threshold for waiting during peak hours from the settings table (not shown) of the database 304a, and calculates the average stress score for an operator's single call from the call details table 1200 and the stress details table 1210. These two results (the stress score threshold for waiting during peak hours and the calculated average stress score) are sent to the connection management unit 302. Note that the calculation of the average stress score for an operator's single call can be done by any method. For example, when selecting a single call for calculation, the most recent call start date or call end date may be selected, or it may be randomly selected from the time period that S404 is thought to be in a peak period. Alternatively, it may be calculated based on the average stress value when each operator has dealt with each user. For example, the average stress value when talking to user A and the average stress value when talking to user B may be calculated separately. Based on the calculated average stress values, the average (or median) may be taken as the average stress value for a single call.

[0094] The connection management unit 302 compares the two received results and determines whether the average stress score of currently on standby operators exceeds a threshold. The stress score threshold for standby during peak seasons can be set by the supervisor while monitoring the operators' stress score status on the dashboard described later.

[0095] In S416, the connection management unit 302 of the CPU 201 waits without distributing ACD incoming calls until the operator's call is completed.

[0096] In S417, the connection management unit 302 of the CPU 201 determines whether the waiting time in S416 exceeds the maximum waiting time registered in the settings table (not shown) of the database 304a. If it exceeds the limit, it determines that this will lead to a significant decrease in availability and proceeds to S405. Otherwise, it proceeds to S418. The maximum waiting time can be set by the supervisor while monitoring the operator's stress score status on the dashboard described later.

[0097] In S418, the connection management unit 302 of the CPU 201 determines whether the call by the operator has been completed. If it has been completed, proceed to S419; otherwise, return to S416.

[0098] In S419, the connection management unit 302 of the CPU 201 returns to S404 once the operator's call has been completed, and determines again whether or not it is a busy period.

[0099] In this way, by allowing users to set waiting times during peak seasons, it becomes possible to manage operations while balancing the stress levels of operators with the utilization rate of the call center. In other words, if operations continue at the same pace during peak seasons as during normal times, operators will have to handle calls repeatedly while under high stress, resulting in continuous physical and mental strain. The handling of peak seasons in this embodiment provides an environment that reduces the burden on operators, preventing situations where they are continuously subjected to high stress levels.

[0100] Next, with reference to Figure 5, an example of the dashboard display process in this embodiment is shown. The processing of each step is executed by the CPU 201 of the server 102. When the dashboard display unit 305 of the CPU 201 receives a dashboard display request from the supervisor terminal 103, it retrieves information from the stress detail table 1210 of the database 304a and executes the processing related to this flowchart.

[0101] In this flowchart, the display destination is the display 205 of the supervisor terminal 103. The supervisor terminal 103 may also be equipped with a dashboard display unit 305; in that case, the main processor for the processing related to this flowchart will be the CPU 201 of the supervisor terminal 103, rather than the server 102.

[0102] In the S501, the dashboard display unit 305 of the CPU 201 displays the stress score main screen.

[0103] Figure 6 shows an example of the stress score main screen. The stress score main screen consists of a stress score display area 601, an average stress score display area 602, an operator display area 603, a display enable / disable checkbox 604, an operator name link 605, a cumulative display button 606, and a settings button 607.

[0104] The stress score display area 601 includes a line graph 608 showing each operator's stress score and a danger line 609. The line graph 608 is displayed in time series, showing the daily change in each operator's stress score. The danger line 609 is a threshold indicating the degree of stress risk; exceeding the danger line 609 indicates high stress. For operators who have exceeded the danger line 609 at least once, the line graph 608 related to them is identified by changing the color or using a thicker line. In addition to the line graph 608, the operator display area 603 may also be displayed in a way that allows for identification of other operators.

[0105] Furthermore, when displaying the stress score main screen, it may be possible to notify operators whose stress score exceeds the danger line of 609. For example, the operator's name and stress score could be displayed, and a message could be output indicating that the displayed operator has exceeded the danger line of 609.

[0106] Note that while line graph 608 is explained using a daily trend as an example, it could also display a monthly or yearly trend.

[0107] The threshold for danger line 609 can be set in any way that is appropriate, as long as it is a value that balances the impact on operations and the workload of the operators. For example, the supervisor may set an arbitrary value, or the value may be determined according to the time of year (for example, setting a higher value in busy months based on last year's trends). Alternatively, it may be determined based on the normal stress score obtained in S402. For example, the average of the normal stress scores of all operators may be calculated, and a predetermined value may be added to the calculated average value to determine the threshold.

[0108] The average stress score display area 602 includes an operator display area 603 where information for each operator is displayed. The operator display area 603 includes a display enable / disable checkbox 604, an operator name link 605, and the average stress score 610. The average stress score 610 shows the average daily stress score of the operators. If the line graph 608 displays the trend over a month or a year, the average stress score 610 will be calculated based on that average.

[0109] Other screen configurations will be explained in accordance with the processing of each step in this flowchart.

[0110] In S502, the dashboard display unit 305 of the CPU 201 determines whether or not it has received an operation on the display enable / disable checkbox 604. If it has received an operation, it proceeds to S503; otherwise, it proceeds to S504. By default, all operators may be checked or unchecked.

[0111] In S503, the dashboard display unit 305 of the CPU 201 changes the state of the display availability checkbox 604 that was checked in S502. If the checkbox is "on", it is changed to "off", and if it is "off", it is changed to "on".

[0112] In S504, the dashboard display unit 305 of CPU 201 displays the line graph 608 for operators whose display availability checkbox 604 is checked.

[0113] In S505, the dashboard display unit 305 of the CPU 201 determines whether or not it has received a selection for the operator display area 603. If it has received the selection, the process proceeds to S506; otherwise, it proceeds to S507.

[0114] In S506, the CPU201's dashboard display unit 305 displays the selected operator's line graph 608 in a way that allows it to be distinguished from other operators, such as by changing the color or using a thicker line. Note that the identification display for when the danger line 609 is exceeded and the identification display for the currently selected operator are displayed in different ways. In addition, the number of selectable operators may be one or multiple operators may be selected.

[0115] In S507, the dashboard display unit 305 of the CPU 201 determines whether or not the setting button 607 has been pressed. If it has been pressed, proceed to S508; otherwise, proceed to S509.

[0116] In the S508, the dashboard display unit 305 of the CPU 201 displays a settings dialog.

[0117] Figure 10 shows an example of a settings dialog. The settings screen consists of a basic settings tab 1000 and a routing target tab 1010. The basic settings tab 1000 includes the ratio of customer stress (stress on the user) and skill stress (stress on inquiries) 1001, maximum and minimum stress values ​​1002, and settings for busy periods 1003.

[0118] The ratio of customer stress (stress towards the user) to skill stress (stress towards inquiries) 1001 accepts the setting of the ratio used when calculating the total cumulative stress score in S411. The set ratio is stored in the settings table (not shown) of database 304a.

[0119] With a maximum / minimum stress value of 1002, at least one maximum and minimum value is accepted to prevent bias towards specific operators when determining the operator to whom the S412 distribution will be handled. The set ratio is stored in the settings table (not shown) of database 304a.

[0120] The peak season setting 1003 accepts settings related to processing during peak seasons, from S404 and S415 onward. The number of waiting operators considered to be in a peak season is the setting used in S404. The stress score threshold for waiting is the setting used in S415. The waiting time during peak season is the setting used in S417. Each setting value is stored in the settings table (not shown) in database 304a.

[0121] The Routing Targets tab 1010 is for configuring items to be routed, and includes user-targeted settings 1011 and query-targeted settings 1012.

[0122] User-specific setting 1011 accepts the setting of routing targets for users. If "All" is selected, all users are set as routing targets; if "Select" is selected, it accepts the selection of any users to be routed. The settings are stored in routing target 1112 in user-specific table 1110. In other words, the processing in S407 is executed by referring to the settings set in user-specific setting 1011.

[0123] In the query target setting 1012, the settings for routing queries (skills) are accepted. If "All" is selected, all queries (skills) are set as routing targets, and if "Select" is selected, the selection of any queries (skills) to be routed is accepted. The settings are stored in the routing target 1115 in the query target table 1113. In other words, the processing in S409 is executed by referring to the settings set in the user target setting 1011.

[0124] In S509, the CPU201's dashboard display unit 305 determines whether or not it has received a click on the operator name link 605. If it has received a click, it proceeds to S522; otherwise, it proceeds to S510. If the operator name link 605 has received a click, the operator's details screen is displayed, but the details screen will be explained later.

[0125] In S510, the dashboard display unit 305 of the CPU 201 determines whether or not the cumulative display button 606 has been pressed. If it has been pressed, proceed to S511; otherwise, return to S501.

[0126] In S511, the dashboard display unit 305 of the CPU 201 retrieves information from the user stress table 1120, the inquiry stress table 1122, and the call details table 1200 of the database 304a and displays the cumulative stress score main screen.

[0127] Figure 7 shows an example of the cumulative stress score main screen. The cumulative stress score main screen consists of a stress score display area 701, a cumulative stress score display area 702, an operator display area 703, a display enable / disable checkbox 704, an operator name link 705, a detail display button 706, and a setting button 707.

[0128] The stress score display area 701 displays a line graph 708 showing the stress score of each operator. The line graph 608 is displayed over time, showing the progression of each operator's cumulative stress score over the day. Starting from a stress score of 0, it shows how much stress accumulated for each operator each day. Although the line graph 708 is explained using the daily progression as an example, it could also display the progression over a month or a year.

[0129] The average stress score display area 702 includes an operator display area 703 where information for each operator is displayed. The operator display area 703 includes a display enable / disable checkbox 704, an operator name link 705, and a cumulative stress score 710. The cumulative stress score 710 shows the cumulative value of the operator's stress score for one day. If the line graph 708 displays the trend over a month or a year, the cumulative stress score 710 will be calculated accordingly.

[0130] Other screen configurations will be explained in accordance with the processing of each step in this flowchart.

[0131] In S512, the dashboard display unit 305 of the CPU 201 determines whether or not it has received an operation on the display enable / disable checkbox 704. If it has received an operation, it proceeds to S513; otherwise, it proceeds to S514. By default, all operators may be checked or unchecked.

[0132] In S513, the dashboard display unit 305 of the CPU 201 changes the state of the display enable / disable checkbox 704, which was checked in S512. If the checkbox is "on", it is changed to "off", and if it is "off", it is changed to "on".

[0133] In S514, the dashboard display unit 305 of CPU 201 displays the line graph 708 for operators whose display availability checkbox 704 is checked.

[0134] In S515, the dashboard display unit 305 of the CPU 201 determines whether or not it has received a selection for the operator display area 703. If it has received the selection, the process proceeds to S516; otherwise, it proceeds to S517.

[0135] In S516, the CPU201's dashboard display unit 305 displays the line graph 708 of the selected operator in a way that makes it distinguishable from other operators, such as by changing the color or using a thicker line. The number of selectable operators may be one or multiple operators may be selected.

[0136] In S517, the dashboard display unit 305 of the CPU 201 determines whether or not the setting button 707 has been pressed. If it has been pressed, proceed to S518; otherwise, proceed to S519.

[0137] In S518, the CPU201's dashboard display unit 305 displays a settings dialog. The settings dialog is the same as described in S508, so it will be omitted here.

[0138] In S519, the CPU201's dashboard display unit 305 determines whether or not it has received a click on the operator name link 705. If it has received a click, it proceeds to S529; otherwise, it proceeds to S520. If the operator name link 705 has received a click, the operator's details screen is displayed, but the details screen will be explained later.

[0139] In S520, the dashboard display unit 305 of the CPU 201 determines whether or not the press of the details display button 706 has been received. If it has been received, it returns to S501 and displays the stress score main screen; otherwise, it proceeds to S521.

[0140] In S521, the dashboard display unit 305 of the CPU 201 determines whether or not it has received a termination command. If it has received the command, it terminates the processing in this flowchart; otherwise, it returns to S511. Although the example described here shows the termination command being received on the cumulative stress score main screen, it is also possible to receive the termination command from the stress score main screen.

[0141] On the other hand, in S522, the dashboard display unit 305 of CPU201 displays the stress score details screen.

[0142] Figure 8 shows an example of the stress score details screen. The stress score details screen displays detailed information about the operator selected in S509. It consists of a stress score display area 801, an overall information display area 802, a selected information display area 803, an inquiry stress display area 804, a user stress display area 805, a cumulative display button 806, and a setting button 807.

[0143] The stress score display area 801 includes a line graph 808 showing the stress score of the selected operator, a danger line 809, a standard line 810, and user response time 811. The line graph 808 is displayed in time series and shows the daily change in the stress score of the selected operator. The danger line 809 is a threshold indicating the danger level of the stress score; exceeding the danger line 809 indicates high stress. The standard line 810 is a line showing the normal stress score obtained in S402. The user response time display area 811 is an area that shows the time period during which the operator was providing user support. One area contains information related to user identification information 1111 and inquiry number 1102. For example, it contains information that user A made an inquiry regarding inquiry number 2. Details of the user response time display area 811 will be explained in the following steps.

[0144] Furthermore, if the danger level 809 is exceeded, detailed information may be displayed when the screen shown in Figure 8 is shown. For example, the time period when the danger level was exceeded, which user was being assisted, and what kind of inquiry (skill) was being handled.

[0145] Note that while line graph 808 is explained using a daily trend as an example, it could also display a monthly or yearly trend.

[0146] Furthermore, if the user selects the user response time display area 811, detailed information may be displayed. This detailed information may include, for example, user information such as the username and the user's phone number, the inquiry number, and a summary of the inquiry. The summary can be created in any way; for example, the information entered by the operator on the operator terminal may be registered, or the summary may be displayed by inputting audio data obtained by recording the call with the user and instructions as prompts into the generating AI.

[0147] The overall information display area 802 is an area where daily information about the selected operator is displayed, such as the number of incoming calls, average call duration, cumulative stress level, and average stress level.

[0148] As will be explained in detail in the following steps, the selection information display area 803 displays information corresponding to the selected graph when it receives a selection for either the query stress display area 804 or the user stress display area 805.

[0149] The inquiry stress display area 804 is an area that displays the cumulative stress score 1123 for each inquiry number 1102 obtained from the inquiry stress table 1122. In the example in Figure 8, it shows that the cumulative stress score for inquiry number 1 (skill 1) on a given day is 60, and the cumulative stress score for inquiry number 2 (skill 2) is 50, etc.

[0150] The user stress display area 805 is an area that displays the cumulative stress score 1121 for each user-specific information 1111 obtained from the user stress table 1120. In the example in Figure 8, it shows that the cumulative stress score for user A (customer A) is 55, and the cumulative stress score for user B (customer B) is 40, etc. Although the telephone number is stored as user-specific information 1111, the user name can be displayed in the user stress display area 805 by linking the telephone number and the user name in a separate data table.

[0151] Other screen configurations will be explained in accordance with the processing of each step in this flowchart.

[0152] By displaying a detailed screen like the one shown in Figure 8, it can be used for analysis of each operator. Specifically, by checking the inquiry stress display area 804 and the user stress display area 805, it is possible to grasp at a glance which users and inquiry types the selected operator is good at (or not good at). In addition, by displaying the trend of stress, supervisors can check the workload on the displayed operator, and if the workload is too high, it will motivate them to start measures to improve the environment.

[0153] In S523, the dashboard display unit 305 of the CPU 201 determines whether or not it has received a selection for either the inquiry stress display area 804 or the user stress display area 805. If it has received a selection, the process proceeds to S524; otherwise, it proceeds to S525.

[0154] In S524, the dashboard display unit 305 of the CPU 201 identifies and displays information related to the selected graph in the inquiry stress display area 804 or the user stress display area 805.

[0155] Figure 9 shows an example of a screen with identified information. Figure 9 shows an example where inquiry number 3 (skill 3) 901 is selected. When inquiry number 3 (skill 3) 901 is selected, the user response time display area 811 containing the information for inquiry number 3 (skill 3) 901 is identified and displayed. For example, the first area 902, which starts at 9:00, is identified and displayed by being shown in a different color from the other areas. Identification can be done in any way that distinguishes it from other areas, such as changing the color, using shading, or using a thick border. Although an example of accepting a selection for inquiry stress has been explained, similarly, when a selection is accepted for user stress, the user response time display area 811 containing the selected user information is identified and displayed.

[0156] Furthermore, information related to the selected graph is displayed in the selected information display area 803. In the example in Figure 9, information regarding the handling of inquiry number 3 (skill 3) 901, such as the number of incoming calls, average call duration, cumulative stress value, and average stress value, is displayed.

[0157] In this way, by identifying and displaying information related to the selected graph, it is possible to analyze the types of inquiries or users that are causing stress (or that the selected operator finds difficult to handle). In other words, by checking the degree of stress increase, supervisors can understand whether the selected types of inquiries or users are difficult to handle, which contributes to improving the operators' skills and the work environment.

[0158] In this embodiment, the line graph 808 showing the stress score of the selected operator does not distinguish between the inquiry number and user identification information, but the display of the graph may be switched. That is, a line graph related to inquiry number 1102, created using the inquiry stress table 1122 and the stress detail table 1210, and a line graph related to user identification information 1111, created using the user stress table 1120 and the stress detail table 1210, may be displayed. This would enable a more detailed analysis. In other words, by identifying and displaying the selected inquiry number, it is possible to analyze whether or not the operator has difficulty with the content of that inquiry based on the stress trend and the selected inquiry number (the same applies to user information).

[0159] In S525, the dashboard display unit 305 of the CPU 201 determines whether or not the setting button 707 has been pressed. If it has been pressed, proceed to S526; otherwise, proceed to S527.

[0160] In S526, the dashboard display unit 305 of CPU201 displays a settings dialog. The settings dialog is the same as described in S508, so it will be omitted here.

[0161] In S527, the dashboard display unit 305 of the CPU 201 determines whether or not it has received a return command. If it has received the command, it returns to S501 and displays the stress score main screen shown in Figure 6. Otherwise, it proceeds to S528.

[0162] In S528, the dashboard display unit 305 of the CPU 201 determines whether or not the cumulative display button 806 has been pressed. If it has been pressed, the process proceeds to S529; otherwise, it returns to S522.

[0163] In S529, the CPU201's dashboard display unit 305 displays a cumulative stress score details screen (not shown). The difference between the cumulative stress score details screen and the stress score details screen shown in Figure 8 is that the line graph 808 displayed in the stress score display area 801 changes to a line graph showing the cumulative stress score. For this reason, a detailed explanation is omitted.

[0164] In S530, the dashboard display unit 305 of the CPU 201 determines whether or not it has received a selection for either the inquiry stress display area or the user stress display area. If it has received a selection, it proceeds to S531; otherwise, it proceeds to S532.

[0165] In S531, the dashboard display unit 305 of the CPU 201 identifies and displays information related to the selected graph in the inquiry stress display area 804 or the user stress display area 805. The processing in this step is the same as that described in S524, so it is omitted here.

[0166] In S532, the dashboard display unit 305 of the CPU 201 determines whether or not the setting button has been pressed. If it has been pressed, proceed to S533; otherwise, proceed to S534.

[0167] In S533, the CPU201's dashboard display unit 305 displays a settings dialog. The settings dialog is the same as described in S508, so it will be omitted here.

[0168] In S534, the dashboard display unit 305 of the CPU 201 determines whether or not it has received a return command. If it has received the command, it returns to S511 and displays the cumulative stress score main screen shown in Figure 7. Otherwise, it proceeds to S535.

[0169] In S535, the dashboard display unit 305 of the CPU 201 determines whether or not the press of the details display button has been received. If it has been received, it returns to S522 to display the stress score details screen; otherwise, it proceeds to S536.

[0170] In S536, the dashboard display unit 305 of the CPU 201 determines whether or not it has received a termination command. If it has received the command, it terminates the process in this flowchart; otherwise, it returns to S529. Although the example described here shows the termination command being received on the cumulative stress score details screen, it is also possible to receive the termination command from the stress score details screen.

[0171] In this embodiment, the process shown in Figure 5 is described as transitioning screens starting from the stress score main screen, but this is not the only example. For example, a home screen with buttons for transitioning to the stress score main screen or the cumulative stress score main screen may be displayed first, and the system may transition to a screen according to the selection. Alternatively, all operators may be managed on the home screen, and when an operation is received for any operator, the system may transition to the stress score details screen or the cumulative stress score details screen.

[0172] As described above, this embodiment provides a mechanism for visualizing the causes of operator stress.

[0173] The present invention can take the form of, for example, a system, apparatus, method, program, or recording medium. Specifically, it may be applied to a system consisting of multiple devices, or to an apparatus consisting of a single device.

[0174] Furthermore, the various controls described above, which are performed by CPU201, may be performed by a single piece of hardware, or multiple pieces of hardware (for example, multiple processors or circuits) may share the processing to control the entire device.

[0175] Furthermore, although the present invention has been described in detail based on its preferred embodiments, the present invention is not limited to these specific embodiments, and various forms that do not depart from the spirit of the invention are also included in the present invention. Moreover, each of the embodiments described above is merely one embodiment of the present invention, and it is also possible to combine each embodiment as appropriate.

[0176] (Other embodiments) The present invention can also be realized by performing the following process: supplying software (programs) that realize the functions of the embodiments described above to a system or device via a network or various storage media, and having the computer (or CPU, MPU, etc.) of that system or device read and execute the program code. In this case, the program and the storage medium storing the program constitute the present invention. [Explanation of Symbols]

[0177] 101 Operator Terminal 102 Servers 103 Supervisor Terminal 104 User Phone 105 Network 106 IP network

Claims

1. A calculation means for calculating a stress level for each operator in relation to the customer or inquiry content, A display control means that controls the display of stress values ​​for each predetermined item related to the customer or the content of the inquiry, An information processing system characterized by comprising the following features.

2. The system includes a reception mechanism that allows users to select a specific operator on a screen displaying information about the operator. The information processing system according to claim 1, characterized in that the display control means controls to display a detailed screen relating to a specific operator, including stress values ​​for predetermined items related to the customer or the content of the inquiry.

3. The information processing system according to claim 1, characterized in that the display control means controls to display at least one of a line indicating the degree of danger or a line indicating a normal value.

4. The information processing system according to claim 1, characterized in that the display control means controls to display a daily call record relating to a specific operator.

5. The information processing system according to claim 4, characterized in that the call record includes at least one of the number of incoming calls, average call duration, cumulative stress value, and average stress value.

6. The information processing system according to claim 1, characterized in that the display control means controls to display an area containing information on stress values ​​for predetermined items relating to the customer and the inquiry content.

7. The information processing system according to claim 6, characterized in that when the display control means receives a selection for a predetermined item, it controls the area containing the selected item and information regarding the stress value of the selected item to be displayed in an identifiable manner.

8. The information processing system according to any one of claims 1 to 7, characterized in that the calculation means calculates a stress value based on at least one of the operator's facial image, heart rate, and blood pressure.

9. A calculation step to calculate the stress level for each operator in relation to the customer or inquiry, A display control step that controls the display to show stress values ​​for predetermined items related to the customer or the content of the inquiry, A control method for an information processing system, characterized by comprising the following:

10. A program for causing at least one computer to function as one of the means described in any one of claims 1 to 7.

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